Naples Free-Net
Helpteam Procedures Manual
This reference guide is designed to assist NFN Helpteam members
understand the operational processes of the organization.
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Outline forTraining of New Helpteam Volunteers

                                                           

 

                                                           Training of New Helpteam Volunteers
1.0 What is the Naples Free-Net  (see also NFN Helpteam Procedures Manual on staff pages at naples.net/staff, NFN hand-out brochure.)
          1.1 Mission Statement
          1.2 Volunteers
          1.3 Budget
          1.4 Source of Funds
          1.5 Where we operate
2.0  Basic Procedures
           2.1 Opening
                   2.11 Security
                   2.12 Safe    
                   2.13 WS machines     
                   2.14 Mailbox
            2.2 Closing (See NFN Helpteam Procedures 2005-7 issued 7/10/05)
                   2.21 Security
                   2.22 Safe    
                   2.23 Receipts Reconciliation Webmin Plus  
                   2.24 WS Machines
                   2.25 Unresolved issues
                           2.251 Webmin Plus Recording of Unresolved issues
                           2.252 Email other appropriate people for action
                           2.253 Resolve by taking responsibility and following through on your own time
                           2.254 Morning shift personally ask afternoon shift person to take care of.
                           2.255 Do not leave handwritten notes on desk for next shift - they can get lost
            2.3 Cleanup
3.0 Registering New Members
           3.1 Explaining the 3 Types of Accounts.
                  3.11 Standard - 6 months renewal
                  3.12 Premium - annual renewal, optional Accelerator, unlimited time, optional DSL
                   

            3.2 Application
                  3.21 Signature of user, date.
                  3.22 Premium account in all lower case
                  3.23 Password 6-8 characters case sensitive, alphabet and numbers only, no symbols
                  3.24 Photo ID
                  3.25 Helpteam member puts initials/name as person registering new account.  

            3.3 Webmin   https://naples.net:10000
                   3.31 Creating a New account.
                           3.311 Find for Possible Duplicate Accounts with Custom name (Premium)
                           3.312 Automatic standard account number generator
                           3.313 Expiration Date (standard vs premium)
                   3.32 Details - Webmin Plus
                   3.33 Payments
                           3.331 Credit card  (See NFN Helpteam Procedures 2005-8 issued 7/20/05)
                                      3.3311 Gateway  (Slide card on WS1 or WS2 or enter manually)

                                                   3.33111 Manual:  Need CVP 3-digit bank #
                                      3.3312 No credit slips produced; receipts can be printed.
                                      3.3313 No Discover, American Express (but Online PayPal will take those)
                           3.332 Checks
                                      3.3321 User Id on check reference line
                                      3.3322 Check # in Webmin Plus

                   3.34 Putty.exe to verify new accounts working              
           3.4  Handouts for New Members
                  3.41 Original signed application 
                  3.42 NFN Brochure on Mission
                  3.43 CD-Rom & Instruction Brochure  (NO CD-ROM if MacIntosh Computer User)
                  3.44 Color copy of NFN Homepage
          3.5 Instructing the New User
                  3.51 How to use our Configuration Disk  (NONE if MacIntosh Computer User)

                           3.511 MacIntosh handout of setttings (print out from NFN Homepage FAQ if necessary)

                           3.512 MacIntosh NFN Contacts  (Duke Vasey, Connie Norton)
                  3.52 How to use the Naples Free-Net
          3.6 Our Home Page
                  3.61 FAQ's (How to Remove NFN)
                  3.62 Webmail for Premium
                          3.621 Preferences for first time user
                          3.622 Log Out, Do not Close Out
                  3.63 Spam Filter Setup for Premium

                  3.64 Accelerator for Premium (see also NFN Helpteam Procedures 2005-5 issued 4/27/05)

                  3.65 Members Services
                  3.66 Swap Shop
                  3.67 Amazon.com link for purchases, portion donated to NFN by Amazon.com

4.0 New Account Errors

        4.1  Error in account username after creating.

    4.11  Delete account, DO NOT edit account username; Create a new account with correct username.

        4.2  Password Errors

                  4.21  Make sure NO LOGIN is not checked.

                  4.22 Retype password and save; recheck with Putty.exe and/or Webmail for premium accounts.

        4.3  Premium vs. Standard

        4.4 Payment Recording Errors
5.0 Renewing an Account
        5.1 Type: Standard, Premium, Upgrade Standard to Premium
        5.2 Renewal Methods
                 5.21 In Person
                  5.22 By Mail
                  5.23 Online (See also NFN Procedures 2004-8 issued 3/21/04)
                  5.24 By Phone
         5.3 Webmin entries
6.0 Using the Webmin Accessories
         6.1 Online Renewals
                  6.11 List    
                  6.12 Check for errors
         6.2 Details
         6.3 Calls
         6.4 Lookup
         6.5 Putty
         6.6 All Payments
         6.7 All Accounts
         6.8 Phone locator
 7.0 Phone Call Procedure
         7.1 Office Lines
                            Line #1   417-1400
                                    Customer Service Calls: Information, Tech. Support, Renewals
                            Line #2   417-1400 Roll - Over
                            Line #3   774-4897
                                    Private In House Line
                                    Calls from other NFN Volunteers or their spouses
                            Line #4   775-8928 Fax Line
         8.0 Phone Answering Procedures
         8.1 Helpcalls from NFN Office  (See also NFN Helpteam Procedures 2005-4 issued 4/26/05)

 8.11 Get their name, phone #, nfn#  or user name in case call is disconnected. 

 8.12 Unresolved problems record in Webmin Plus.

 8.13 Lock-outs (See NFN Procedures Bulletin 2004-10 issued 4/21/04)   
         8.2 Helpcalls from Home using Webmin Plus
9.0 Other Occasional Items (Know where to find these on the NFN Website)
         9.1 DSL  dsl.naples.net (See NFN Procedures Bulletin 2005-2 issued and 2005-2a issued 3/25/05)
         9.2 Storyboard
         9.3 Non-Profit Organizations

         9.4 Domain Names

     
End of Revised Draft - 01/01/09

 




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